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Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our *** ** location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to Ms*** for the
miscommunication on the restructuring of her personal training agreement. We have refunded Ms*** $plus changed the agreement to a 3-maonth personal training agreement as she had requested. Please allow 5-business days for the refund. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Woodbury, MN location always strives for excellent customer service, and we appreciate the opportunity to respond.*** *** signed up for a personal training agreement and
didn't understand the 3-day right to cancel. Xperience Fitness will refund any and all unused sessions plus cancel her membership. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

Re: *** - *** ***Thank you for making us aware of the complaint our former customer, *** *** filed with your office. Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. We have no record
of said cancellation from Ms***. It is clear that Ms*** has no intention to pay her past due amount to Xperience Fitness. We have canceled her membership and noted the account.We trust that this has been amicably resolved and will consider this matter closed

Re: *** - *** ***Thank you for making us aware of the compliant our customer, *** *** filed with your officeOur Greenfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.When a member commits to Xperience Fitness we
expect the same in return. *** *** wants to cancel her personal training commitment for additional reasons not stated in her complaint. Our personal training staff has been more then accommodating with ***'s busy schedule and at one point, *** wanted to put her personal training commitment on temporary due to family commitments, which we would have been more than happy to do We also understand that personal training is not for everyone. Xperience Fitness personal trainers hold their clients accountable with a sound nutrition program, workout schedule with a personal trainer and the frequency using the club without a personal trainer. With that said, Xperience Fitness will refund *** for the sessions not used totaling $Xperience Fitness will not refund any money paid that included supplements or the MyZone belt that *** purchased on a separate occasion If there is a default with the MyZone belt please contact MyZone or go into our Greenfield, WI location for a replacement.We trust this this complaint has been amicably resolved, and we will consider this matter closed.

Jesse & Amber H*** * ***Once again, thank you for making us aware of the additional concerns that our members, Jesse & Amber H*** have. On both of their membership agreements it states: Month to Month Program: Provided that the member is not in default of this agreement and subject to the terms and conditions hereof, the membership will continue on a month to month basis until cancelled by member. Member may cancel this membership for any reason at any time with a 30-day written notice delivered to: Xperience Fitness Support Center PO Box Appleton, WI 54912.To date, our Corporate Office hasn't seen a cancellation form from Jesse or Amber. As stated in our previous letter, you may cancel your members by going to the club and filling out a cancellation form, email [email protected] or call our Customer Care line at 920-886-2810. Until Xperience Fitness receives a cancellation form from Jesse and Amber, we will not consider any refunds

Re: *** *** - ***Thank you for making us aware of the complaint that *** *** filed with your office. Our Waukesha, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.The first Xperience Fitness was made aware of Trey's
intention to cancel his membership was on 1/18/at 9:A.M. We have no notes in our system or a cancellation letter on file prior to that date. Please see the attached notes regarding our conversations with *** ***. Since member is cancelling their membership Xperience Fitness is more than happy to refund the Annual Fee that billed on 1/15/for $39.00. Without further proof of cancellation before 1/18/there will not be any further refunds on this account.We trust that this has been amicably resolved and we will consider this matter closed

I JUST SAW BILLING FROM GYMSI DID NOT DOUBLE CHECK AND WHEN I MOVED OUT TO BUFFALO I ONLY WENT TO THEIR GYMI THINK IT IS UN FAIR TO COMPANY TO KEEP BILLING YOU WHEN YOU ARE NOT USING THE SERVICEAND WHY WAS I NEVER CONTACTED WHEN THE GYMS SWITCH OVERTHIS IS YEARS OF THEM CHARGING WITHOUT SENDING A NEW CONTRACT OR UPDATING ME AT ALL TO EVEN LET ME KNOW I WAS A MEMBER STILLI FIND IT VERY UN NERVING THAT THIS BUSINESS IS TAKING ADVANTAGE OF MY UN KNOWING AND IT IS 1,MAYBE NOT A LOT TO THEM BUT TO ME THAT IS HUGE

*** *** - ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Brooklyn Park, MN location always strives for excellent customer service, and we appreciate the opportunity to respond.*** *** has never communicated his wishes
to cancel his membership with Xperience Fitness whether through the US Post Office, e-mail or from "live chat". Mr*** did however speak with our billing company, ABC Financial on April 9, and was instructed step by step how to cancel his membership. Please see attachment showing the notes that were taken by ABC Financial when speaking to Mr***. Yet after giving the cancellation instructions and policies to Mr*** he failed to follow those instructions and never mailed a cancellation letter to ABC Financial. If Xperience Fitness or ABC Financial doesn't receive a cancellation letter by "any" member, how are we suppose to know the member actually wants to cancel their membership or has changed their mind and wants to keep the membership? In this case, unless Mr*** produces evidents that he did mail a cancellation letter to ABC Financial, we are not willing to refund Mr*** but will cancel his membership out using the letter that we received from the Revdex.com of WI as proof of his intentions to cancel.We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.--In good health, *** ***Director of Member RelationsXperience Fitness - MN/WI

Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Waukesha location always strives for excellent customer service, and we appreciate the opportunity to respond.Attached is a signed membership agreement from Ms*** highlighted, is her
initials agreeing to pay the Annual Fee on 7-15-and each year moving forward. Ms*** enrolled with Xperience Fitness on 4-6-then on 6-22-downgraded her membership to our basic plan at that time the Annual Fee originally was supposed to be charged on 7-15-but it was put into our system mistakenly for 7-15-and Ms*** was never charged the Annual Fee in 2015. We are guessing she probably forgot about the fee she agreed to in when it was changed to her account on 7-15-2016. Xperience Fitness will not dispute the charge back and have canceled her membership moving forward.We trust that this has been amicably resolved, and we will consider this matter closed unless notified otherwise

Re: *** *** * ***Thank you for making us aware of the aware of the complaint that our customer, *** *** filed with your office. Our Waukesha, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. We do apologize
our sauna is temporarily closed due to faulty wiring. Mr*** is welcomed to use the sauna at any of our other locations in the greater Milwaukee area until the Waukesha one is fixed. Our management team has a cleaning process daily which begins each day with cleaners on from 7:A.Mto 7:P.M. We also breakdown the facilities into zone that one department is responsible to clean daily. We have a cleaner that cleans the weight machines every Wednesday and Thursday and on Friday and Saturday he cleans the resistant machines. If this is inadequate we'll be more than happy to consider redesigning our cleaning processes. For the record, this is the first and only formal complaint this location has received.Thank you for bringing this to our attention. In good health, *** ***
Director of Member RelationsXperience Fitness - MN/WI

Re: *** *** - ***Thank you for making us aware of the complaint our former customer, *** *** filed with your office. Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Ms*** purchased the personal
training package on 12-1-and had just over two years to use the training sessions. This is well past the members right to cancel (3-day) and we are hesitant to refund this because, Ms*** has made no effort trying to use the sessions she purchased and agreed too. With that said, we will refund Ms*** $1,447.20. We trust that this has been amicably resolved and we will consider this matter closed.

*** *** * ***
Xperience Fitness reached out to Mr*** on April 4, 2018 and had a long discussion addressing his concerns. We what to thank Mr*** for his passion for our club and for some nice recommendations. We have also told Mr*** to contact the Director of Member Relations at any time he has a question or concern.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have attached an original scanning of the Cancellation letter I had sent to the Appleton location per Xperience Fitness' website instructionsIt says to write your full name, club location attended, phone number and reason why you are leavingI had those written on my letter, which is dated June 1, Also I have attached my account statements verifying that after June (my payments were being charged every 20th) I was no longer chargedI understand that even though I cancelled on June 1, I was still responsible for June's payment (which came out of my account)I assumed they received the letter and my membership was cancelled, as I was not being charged anymore (you can see from July's statement that no payment was taken out on the 20th) membership fees were taken out automatically, and again after June they stoppedI have not received any phone calls, emails, or letters sent to my address stating that I was overdue, except for this recent one which is what prompted me to file a complaintI should not have to pay a $fee, because I was under the assumption my account was already cancelled
Regards,
*** ***

*** - *** ***Thank you for making us aware of the complaint, *** *** filed with your office. Our Green Bay, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Xperience Fitness was first made aware of Ms***
intentions to cancel her membership on 2-13-at 8:A.M. This is noted on her account in our database. We have no other notes or a cancellation form on file indicating anything different. If Ms*** has proof of the cancellation or at least could walk us through the steps on how she canceled, we could reconsider a refund and waiving the past due balance of $109.75. But at this point, Xperience Fitness will not. Thank you

Thank you for making us aware of the complaint that *** *** filed with your office. Our company always strives for excellent customer service, and we appreciate the opportunity to respond. We have no record of *** * *** being a member at Xperience Fitness only as a
prospect. Is Mr***'s complaint regarding a family member that he enrolled? We simply need more information from Mr*** to better help him with his complaint. Thank you in advance

Re: *** - *** *** ***Thank you for making us aware of the complaint our customer, *** *** *** filed with your office. Our Racine, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.At Xperience Fitness our personal trainers
are always excited to help anyone that wants to become Unstoppable and obtain results. With that said, it's up to the customer to say "yes" or "no" if they would like to retain the services of a personal trainer. At no point Ms*** *** was obligated to obtain a personal trainer with Xperience Fitness she made an adult decision to do so even though she claims she couldn't afford it. Since Ms*** *** has canceled her membership we will reimburse her for services not rendered. Xperience Fitness will refund the unused personal training sessions totaling $272.00.We trust that this has been amicably resolved, and will consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I previously had two memberships one for myself and one for Leland LowellBoth have now been cancelled due to the additional charges that were placed on my accountI received several additional charges over the amount that I had agreed upon on signing upI was told there were no additional fees and the only charge I would receive was the $monthly fee plus taxTo clarify, I have received charges on both my credit card and checking accountAll charges were supposed to be taken out of my checking account as I came in with a blank check to the Vadnais Heights location to have all charges transferred directly out of my checking accountHad these charges been placed on the correct account, I would have been aware of them earlier, but due to the mistake by the membership personnel, I was unaware these charges were being placed on my credit card until recentlyI called the Vadnais Heights location and spoke to Justin who told me he could not help me and gave me the number for Kayla at membership salesI left several messages for Kayla with no response so I called back the Vadnais Heights location to see if there was anyone else I could talk toThey told me there was no other number and Kayla was not returning my call because she was currently on vacationI did my own research and found another number for Xperience Customer ServiceWhen I explained my situation I was transferred directly to Kayla, whom I was told was just told was out of the officeI spoke with Kayla and explained the situation and she said she would speak to her supervisor and call me backI received no call from Kayla so I called back and left over messages for Kayla on both her line and the customer service line, yet I still did not receive a response.Below are the charges I have received from Xperience Fitness and the dates at which they were chargedI have also copied and pasted the charges from my accounts into the attached word document: Credit Card Charges:1/22/$This is an additional monthly charge that was placed after my membership was cancelled and should be refunded.1/15/$Another additional fee that should be refunded12/$10.7311/24 $(When contacting the Vadnais Heights location I was told this charge included the water bottle that was given to me as a "free" sign up bonus) With the removal of the additional charges I should be refunded $22.5211/$With the removal of the additional charges I should be refunded $11.80 Checking Account Charges1/$I see now that this charge was credited back on 1/2912/$
The total refund I should have received from the above additional charges is $
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Re: ***-*** ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Ms*** signed a personal training agreement
with Xperience Fitness for installments of $136.36. The only way this agreement can be canceled is by taking advantage of the Day Right to Cancel after the agreement is first signed and agreed upon. This agreement was signed on May 8, clearly well after the Day Right to Cancel date. We have been in communication with Ms*** and both parties have made concessions. Xperience Fitness has canceled out the remaining recurring services and Ms*** will be using the personal training sessions that have been paid for.We trust that this has been amicably resolved, and we will consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I previously had two memberships one for myself and one for Leland LowellBoth have now been cancelled due to the additional charges that were placed on my accountI received several additional charges over the amount that I had agreed upon on signing upI was told there were no additional fees and the only charge I would receive was the $monthly fee plus taxTo clarify, I have received charges on both my credit card and checking accountAll charges were supposed to be taken out of my checking account as I came in with a blank check to the Vadnais Heights location to have all charges transferred directly out of my checking accountHad these charges been placed on the correct account, I would have been aware of them earlier, but due to the mistake by the membership personnel, I was unaware these charges were being placed on my credit card until recentlyI called the Vadnais Heights location and spoke to Justin who told me he could not help me and gave me the number for Kayla at membership salesI left several messages for Kayla with no response so I called back the Vadnais Heights location to see if there was anyone else I could talk toThey told me there was no other number and Kayla was not returning my call because she was currently on vacationI did my own research and found another number for Xperience Customer ServiceWhen I explained my situation I was transferred directly to Kayla, whom I was told was just told was out of the officeI spoke with Kayla and explained the situation and she said she would speak to her supervisor and call me backI received no call from Kayla so I called back and left over messages for Kayla on both her line and the customer service line, yet I still did not receive a response.Below are the charges I have received from Xperience Fitness and the dates at which they were chargedI have also copied and pasted the charges from my accounts into the attached word document: Credit Card Charges:1/22/$This is an additional monthly charge that was placed after my membership was cancelled and should be refunded.1/15/$Another additional fee that should be refunded12/$10.7311/24 $(When contacting the Vadnais Heights location I was told this charge included the water bottle that was given to me as a "free" sign up bonus) With the removal of the additional charges I should be refunded $22.5211/$With the removal of the additional charges I should be refunded $11.80 Checking Account Charges1/$I see now that this charge was credited back on 1/2912/$
The total refund I should have received from the above additional charges is $
Regards,
*** ***